Comments on customer service

[viion]

Theres a big thread (that im active in) on the XIV forums about the disgrace of GM's and how bad they are at their job, (or just the whole GM system).

in XI it seems you get banned for poking someone, in XIV you get away with murder lol its very difficult to get banned in there, most likely because their detections systems are broke like everything else in the game.

I hate SE GM and Support Staff with a passion, they're useless and rude. I've never been on any game before with such a bad environment.

[Greatguardian]

I've never even been jailed in XI, nor have I had a GM talk to me aside from cases where I was the one calling them. You'd be surprised how often the people who complain about being jailed/banned will lie about what exactly they did to get jailed/banned. The notable exceptions being Chargeback/Double-charge bans and the Gardening/"RMT" bans.

[Avina]

Pretty terrible that a mod or a dev can't step in here even to do so much as to lie and say they are making efforts to address the customer service issues. Seems my respect for this company has dropped even further.

To be honest, I think SE really needed that kick in the face that was FFXIV. You guys come off as being extremely arrogant, and you don't listen to your customer base. Its sad because I think XI could have easily been an MMO that could have held the market back from WoW, but that was blown due to your deb's and support team not being able to address even the most simplest of player concerns. It was great watching them release FFXIV which was barely even a game, and see the player base just give up on them.

Granted, they've improved a lot since them, they realize giving people what they ask for tends to keep them around as customers (SHOCK!). But they still haven't addressed their random banning problem.

[Valaris]

heres a good one theres a pt in uleguerand range abyssea thats using a ??? bot to pop nms and not let anyone else pop the nm and get this they are admitting they are using it in /say chat! i call a gm and even state that they are openly admitting to using it and proud of it. what kind of response do i get? thats crappy auto response for third party programs >.>. so i report the whole pt to the special task force including the timefame of the moment they were admitting to using it. and no one can even take the time to tell me that they are even looking into it and something is being done. all a gm had to do was just look at the chat log and theres reason to take action right there. but ill bet in a week if i search these peoples names they will still be there and nothing will have been done. thanks SE >.>

[Tamoa]

heres a good one theres a pt in uleguerand range abyssea thats using a ??? bot to pop nms and not let anyone else pop the nm and get this they are admitting they are using it in /say chat! i call a gm and even state that they are openly admitting to using it and proud of it. what kind of response do i get? thats crappy auto response for third party programs >.>. so i report the whole pt to the special task force including the timefame of the moment they were admitting to using it. and no one can even take the time to tell me that they are even looking into it and something is being done. all a gm had to do was just look at the chat log and theres reason to take action right there. but ill bet in a week if i search these peoples names they will still be there and nothing will have been done. thanks SE >.>

I keep hearing about people "bot popping" force spawn nms but noone has yet managed to explain to me exactly how that works lol. If it's a single item trade just make a macro, I do, and 99% of the time I will outpop the competition. Stop calling people botters just because they are faster than you to pop an nm. And you say they admitted to botting in /say, well it is entirely possible they were just making fun of your group and the fact that they beat you to popping every time.

[Rie]

I haven't had any negative experiences with the SE customer service. I've found them to be helpful and polite anytime I've needed help, both in game and over the phone.

Also, I agree with Tamoa. Just because they can pop something faster than you doesn't mean they bot.

A two line macro will usually beat most people trying to pop an NM.

/targetnpc
/item "pop item here" <t>

Face the ???s and spam that macro until the NM is popped.

[Alhanelem]

I don't know where people are getting this "service sucks" stuff from. Their service has vastly improved over the last year or so, and I have yet to ever meet a GM that was "rude." and I make way more GM calls than the average person. Just a few days ago I was talking and working with one of the SGMs to try to solve the problm of why they weren't recieving my event support request. It ended with him saying that something isn't working right and that he would review and approve the event manually and let me know ingame if it was approved or not. Every time I call they answer my questions in a reasonable manner. They aren't always able to solve my problem, but they were never "rude" to me.

You know, it really helps if YOU, the caller, are not rude and impatient. It goes a LONG way to getting better customer service. That's a human being on the other end, you know.

[Karbuncle]

Get your account wrongfully banned or hacked and try to get it recovered, You'll be either in tears of rage or in the fetal position within a week of trying to make any progress. (Then again, its real hit and miss, Some people seem to get good help, others end up with waiting ~3 weeks, People forgetting about them, no responses, repeatedly having to call back, etc. Who knows the real situation :|).

They do have some faults over-all, some large ones, But they aren't without their merits. A lot of current GMs are actually very nice and sometimes helpful. But, you know i don't recall where i heard this but it seems true, A customer who recieves good service generally won't spread word, but one who receives terrible service will almost always tell their friends about the terrible service and "not to go there", something to that effect. When you give bad service the word spreads, Good Service is generally quiet.

Its kinda like "no news is good news" when it comes to that, The fact there are literally dozens of "bad support" Threads here alone, even if only half of them are legit, shows there's at least some either bad communication or bad eggs there. I personally have never had any terrible experiences with on-phone reps, But i know people who have, so i know it happens.

on the same side, I've had some bad experience with GMs, but also some very good ones.


I Certainly don't think its as bad as some people try to make it, but when 1 person speaks up about a bad experience, they'll generally have other people who have bad experiences speak up too, and then it snow-balls. SE is "renowned" For terrible customer support, I think that age is slowly going away. Theres still a lot of problems (proofed by multiple threads here), but at the same time i think they've made a lot of efforts in the right direction.

SE is far from perfect, but so is everyone. They could stand to have better support, but i think they're trying a lot too.

[Valaris]

and yes they were botting lol. the ??? wouldnt not even appear before they poped it and no one accused them of botting to get them to say it. 5 partys were there asking for rotation and they said and i quote "why should we work out a rotation when we dont have too because your cant beat a ??? bot."